Getting started with email in Zendesk Support Follow

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26 comments

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    Juan Manuel Rodriguez Porta

    I need to create a report that tells me how many tickets were created through X emails, is that doable? Haven't found an option from the admin console, views, or gooddata.

    Let's say I want to know how many (and which) tickets were created through help@myzd.com and how many through bills@myzd.com

    Thanks!

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    Jonathon Dore

    Most of the emails we send to customers from Zendesk are via triggers and automations. Is it possible to see a list of recently sent emails (like an outbox)? This would be far more convenient than checking tickets individually.

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    Jessie - Community Manager

    Hi Juan!

    You're correct, there aren't any attributes in GoodData that will allow you to identify tickets by which Support Address they came through. What you can do, though, is set up a series of triggers to apply a different tag to incoming tickets based on which email address the customer used.

    For instance, tickets coming through help@myzd.com could get a help tag, bills@myzd.com could get a bills tag, etc.

    You can then build your reports to pull the information you need by tag.

    Please let me know if you have any other questions!

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    Matt Hoffman

    @Jonathon

    At its core, Zendesk is a ticketing system rather than an email client - for this reason you would have a hard time implementing anything like an outbox within Zendesk. Everything is organized and displayed as tickets rather than as individual email messages.

    If you have any follow-up questions to this just drop us a line at support@zendesk.com and we'll be happy to discuss this further, maybe if we understood your workflow a bit more we could recommend some options.

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    Skender Kollcaku

    Hi,

    Thank you for this explanantion!
    What I'd like to know is if there is a way (Zendesk Starter version - email ticketing) to add automatically an external CC email for every new ticket in the domain?

    Thanks again,
    Skender

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    Jessie - Community Manager

    Hi Skender!

    It's not possible to add any CC via macro, and you can only add agents as CCs using Triggers and Automations, so I think the best option for you would be to use External Targets to notify non-agents on ticket updates. You can find out more about how this works here: Notifying external targets.

    Please let me know if you have any other questions!

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    Jake

    We'd like to turn off the capability of users creating new tickets via email.

    But we'd like to maintain the ability for users to reply to an email from an analyst to add comments to a ticket.

    Is this possible?

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    Deepika Kumar

    Hi Anton,

     

    We would also like to turn off the feature of creating tickets via email. Is there any work-around for this from Zendesk.

     

     

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    Stephen Fusco

    Hello Deepika, 

    Unfortunately, the email channel cannot be fully disabled. However, there is another post on our Help Center about a clever workaround. You can find it at this link: Blocking the e-mail channel 

     

    Good Luck!

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    陳妍蒨

    Dears 

    I need to create a report that show each tickets were through which channel, like call or email.

    Pink

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    Dave Dezellem

    Hi,

    I'm trying to re-add an email address that had been in use, then deleted.  When I attempt to add it I'm getting a error message that it is is in use.

    Has anyone run into this before?  Is there a solution for it?

    Thanks

    Dave

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    Nicole - Community Manager

    @Pink - see if this helps you out: Tickets by agent by channel

     

    @Dave - I'm going to see if I can find an answer on that one for you. Standby. 

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    Dave Dezellem

    Hi Nicole,

    Thanks for getting back, i did figure it out, the address was marked as an end user.  I deleted the contact and that allowed me to add it back in.

    Dave

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    Nicole - Community Manager

    Oh, great! Glad to hear you got it sorted, Dave. Let us know if anything else comes up!

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    Dave Jones

    If anyone here is wondering specifically which email headers are used to tie emails back to threads, the headers are called In-Reply-To and References. Hope this helps someone out there.

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    Nicole - Community Manager

    Thanks for pointing that out, Dave. 

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    Claire Smith
    "What you can do, though, is set up a series of triggers to apply a different tag to incoming tickets based on which email address the customer used.

    For instance, tickets coming through help@myzd.com could get a help tag, bills@myzd.com could get a bills tag, etc."

     

     

    How do you do that? I can only find a way to select Channel Is Email, no way to distinguish which email address.

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    Dave Jones (Edited )

    Hi Claire 👋🏻 You should be able to use the Received At conditional to focus a trigger on a particular incoming email address:

    We use the above to identify emails sent to our main support@ email address, tagging and assigning the ticket to the appropriate group. I hope this helps!

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    Claire Smith

    Thanks! I assumed Received At would be a time so I didn't even look at that one!

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    Jessie - Community Manager

    Thanks for hopping in to help, Dave!

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    Ryan McLennan (Edited )

    Hi! We would like to change the link that new users are asked to click to create a password and sign-in. Hopefully this helps make sense:

    Thanks for any assistance!

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    Jessie - Community Manager

    Hi Ryan! Welcome to the Community!

    Have you enabled host mapping in your Zendesk?

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    Rich (Edited )

    Hi, I'm wondering about the following part:

    What functionality do you lose from this setup? It says this is a sound approach "if you don't want or need to manage incoming email using the separate addresses"...

    But can't you still do that? If I forward help@company.com to support@company.zendesk.com

    And I've configured help@company.com as a Support address

    Then can't I still use the "Received at Is help@company.com" condition in my triggers?

    Basically, I'm just trying to confirm that I don't need BOTH the Zendesk support address along with external address if I'm forwarding them all through the single default address. I can forward them all through the single Zendesk default address and create separate external addresses but I don't need a corresponding zendesk.com support address for every one. Right?

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    Dave Jones (Edited )

    Hi Rich

    In my experience, your understanding is absolutely correct.

    You can setup forwarding at your domain to have help@, sales@, billing@, all forwarded to support@myaccount.zendesk.com

    You'll need to add support@, help@ and sales@ as external addresses under Settings > Channels > Email, after which they'll be available as options in the "Received At" conditional in your triggers.

    I don't believe it's necessary to also have an internal email (e.g. help@myaccount.zendesk.com), just configuring the external address (help@mycompany.com) should be enough!

    Hope this helps,

    Dave J

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    Rich

    Great, thanks Dave, this confirms what I thought. After returning to Zendesk after a couple of years absence I wanted to make sure before I started un-doing some of what I found in this new instance I'm working in now. Thank you!

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    Amie Brennan

    Hi Rich and Dave, 

    Thanks for helping each other out here before we got a chance to reach out to help. You are both on the money with your logic on this one. 

    Let us know if there's anything else we can help with. :)

    Best,

    Amie

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